IVR Development Lead

To lead the design and development for the Interactive Voice Response Units (IVR) that are owned or managed by Asurion.  This will include the design and documentation of existing and future IVR implementations. Once the design is approved, participate and lead the development effort of either in-house or outsourced associates.  Responsible for Project Management for all new IVR development initiatives.  Also responsible for managing vendor and/or third party IVR solutions provider relationships.  Work with senior members of the organization to develop future requirements and goals.  This position does require being on call and some work may be required at nights, on weekends or on holidays.  Some travel will also be required.

 

The following skills are required:
? Minimum of six years experience in software development
? Minimum of three years experience with IVR systems
? Strong background in developing IVR solutions for call centers
? IVR experience in both inquiry as well as transactions such as making payments or placing orders
? Basic knowledge of telephony network architectures and solutions
? Basic database management and reporting skills
? Excellent communication skills, written and verbal
? Good organizational skills and time management skills
? Ability to remain calm under pressure while retaining excellent decision making skills
? Strong customer service orientation
? Ability to present ideas in user-friendly language
? Strong skills with Visio and MS Project
? Experience working in a team-oriented, collaborative environment
? College degree
 
The following skills are desired:
? Detailed knowledge of Cisco ICM and CVP
? Detailed knowledge of VXML
? Experience integrating IVR applications to SQL backend databases
? Experience integrating IVR to a web service
? Experience implementing Cisco CTI
? Experience developing both DTMF and speech recognition applications
? Experience with Nuance & with Grammar development
? Be knowledgeable of voice solution providers and their offerings.
? Experience managing a vendor relationship
? Experience managing the activities of a outsourced development partner
? Other related development experience
? Can articulate best-in-class design standards for usability
? Detailed knowledge of Cisco network architecture and solutions
? College degree in a related field